Level 1 Service Desk Engineer - Good English

Mô tả Công việc

• Handle incoming phone calls, emails and tickets
• Raise support tickets where necessary
• Perform initial triage to understand the support query and set the appropriate category and priority in the ticket
• Perform troubleshooting where required, including talking to the customer if more information is required
• Maintain accurate records of work performed in the ticketing system, including resolution notes
• Update work documentation as required
• Escalate to Level 2 engineers when required
• Engage vendors to investigate and resolve issues
• Close support tickets when an incident is resolved, or request is fulfilled
• Monitor ticket queues and follow up with users and third parties

• Use monitoring tools to proactively monitor customer infrastructure and respond to alerts in a timely manner

• Immediately advise your manager of any issues impacting a customer’s business
• Perform additional tasks as requested by your manager, other managers or directors of the business

Yêu Cầu Công Việc

Skills/Experience (Required):

• Active Directory Management
• Office 365 (User management, Exchange, Entra)
• Strong Windows OS knowledge
• Windows Desktop troubleshooting
• Network fundamentals, including ability to troubleshoot WAN/LAN issues
• Migrating users from existing to new PCs

• Troubleshooting hardware issues
• Strong communication skills
• Exceptional phone manner
• Exceptional customer service
• Ability to manage customer expectations

Skills/Experience (Preferred):
• Has worked in an IT Service Desk
• Has worked for an MSP
• Experience in IT Support for the Automotive Industry
• Datto RMM
• Autotask PSA
• IT Glue
• Webex
• Webroot
• CrowdStrike
• Network monitoring tools
• MailGuard